How To Measure Customer Loyalty (NPS & Beyond)

How To Measure Customer Loyalty (NPS & Beyond)

by | Aug 13, 2021 | DoingCXRight®‬ Podcast

Doing CX Right podcast show on Spotify with host Stacy Sherman
DoingCXRight-Podcast-on-Amazon-with-host-Stacy-Sherman.
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

Watch 1 minute preview

What if your customer loyalty score is telling you only half the story? In this Doing Customer Experience Right revival, host Stacy Sherman and Rob Markey, Bain & Company partner and Net Promoter System (NPS) pioneer, explore how NPS has evolved from a simple score to a comprehensive system. You’ll learn actionable strategies to boost loyalty and employee engagement while tackling common NPS pitfalls. Whether you’re new to customer experience (CX) or a seasoned pro, this deep dive offers fresh insights into using customer feedback to drive growth and strengthen company culture. 

00:00 Introduction to Doing Customer Experience Right
00:47 Meet Rob Markey: Customer Experience Expert
02:11 The Evolution of NPS: From Score to System
05:45 Best Practices for Implementing NPS
11:25 The Importance of Customer Effort and Feedback
17:22 Recognizing and Reinforcing Positive Employee Behavior
23:02 Final Thoughts and Advice for Leaders
26:22 Conclusion and Call to Action

About Rob Markey

Has been called “the Vince Lombardi of customer loyalty.” He founded Bain & Company’s Customer Strategy & Marketing practice. Based in the firm’s New York office, and has been with Bain for over 30 years.

Best known as the co-author of The Ultimate Question 2.0, Rob has led many of the world’s most dramatic customer experience transformations. He publishes a popular podcast about customer experience and leadership, and his articles appear regularly in the Harvard Business Review as well as other publications.

Rob’s most recent work focuses on helping large companies measure, manage, and grow the value of their customer relationships. His January 2020 article, “Are You Undervaluing Your Customers,” has helped elevate customer lifetime value to its rightful place in the boardroom. His advocacy for stronger rules for customer metrics disclosure led to projects by FASB and other accounting governance bodies.

He also leads the NPS Loyalty Forum, and is a regular keynote speaker at large conferences and corporate events.

LinkedIn, Twitter

 

Read more articles about NPS and measuring customer satisfaction

About Stacy Sherman: Founder of Doing CX Right®‬

An award-winning certified marketing and customer experience (CX) corporate executive, speaker, author, and podcaster, known for DoingCXRight®. She created a Heart & Science™ framework that accelerates customer loyalty, referrals, and revenue, fueled by engaged employees and customer service representatives. Stacy’s been in the trenches improving experiences as a brand differentiator for 20+ years, working at companies of all sizes and industries, like Liveops, Schindler elevator, Verizon, Martha Steward Craft, AT&T++.   Stacy is on a mission to help people DOING, not just TALKING about CX, so real human connections & happiness exist. Continue reading bio >here.

Getting Customers Back To Buy Again & Again

Getting Customers Back To Buy Again & Again

by | Aug 11, 2021 | DoingCXRight®‬ Podcast

Doing CX Right podcast show on Spotify with host Stacy Sherman
DoingCXRight-Podcast-on-Amazon-with-host-Stacy-Sherman.
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

Stacy Sherman interviews NY Times best-selling author, speaker, and customer service expert, Shep Hyken, in her debut podcast to discuss how brand leaders can get customers back to buy again and again and stay brand loyal.

During the episode, you’ll learn:

  • What does customer loyalty really mean?
  • What are proven tactics to get repeat customers?
  • Which brands are doing customer experience right and how best to measure CX?
  • What are actionable tips to build a business culture where employees are committed to driving customers back?

And so much more.

 

Watch 1-minute preview  

Want to hear more from Stacy Sherman and Shep Hyken?

Check out Shep’s Amazing Business Radio about Diversity & Inclusion within CX -> HERE

And, how to advance CX through voice of customer best practices -> HERE.

About Shep Hyken ~ Getting Customers Back

Shep is the CAO (Chief Amazement Officer) of Shepard Presentations. As a customer service and experience expert and keynote speaker, Shep works with companies that want to build loyal relationships with their customers and employees. His focus is on delivering amazing customer service, customer engagement, managing the customer experience and creating customer loyalty. He is a hall of fame speaker (National Speakers Association) and a New York Times and Wall Street Journal best-selling author.

When you hire Shep to present a customer service or customer experience speech, your audience will leave with tools, ideas and concepts that they can put to use immediately. Shep combines important information with an entertaining and engaging style to create exciting programs for his audiences. Shep promises to deliver one of the most exciting and memorable speeches you and your audience will ever experience!

About Stacy Sherman: Founder of Doing CX Right®‬

An award-winning certified marketing and customer experience (CX) corporate executive, speaker, author, and podcaster, known for DoingCXRight®. She created a Heart & Science™ framework that accelerates customer loyalty, referrals, and revenue, fueled by engaged employees and customer service representatives. Stacy’s been in the trenches improving experiences as a brand differentiator for 20+ years, working at companies of all sizes and industries, like Liveops, Schindler elevator, Verizon, Martha Steward Craft, AT&T++.   Stacy is on a mission to help people DOING, not just TALKING about CX, so real human connections & happiness exist. Continue reading bio >here.

Differentiating Brands Far Beyond Price

Differentiating Brands Far Beyond Price

by | Feb 18, 2021 | Featured Podcasts

Originally posted by Bombbomb.com

How do you truly differentiate yourself as a business?

If your thinking goes straight to your product, features, or pricing, you need to dig a little deeper.

True differentiation occurs far beyond that.

It involves a marriage between the employee experience (EX) and customer experience (CX). And it all begins with gathering employee feedback alongside customer feedback.

The old way of going to market involved designing a product, throwing it out there, putting some sales and marketing muscle behind it, and hoping it sticks. The new approach is to start with the customer by doing a concept validation before investing in a big idea. But you need to take the concept to your employees, too.

Today’s guest on The Customer Experience Podcast, Stacy Sherman, tells you how. And she’s got a “heart and science” approach to the process.

Stacy is the Head of Customer Experience and Employee Engagement at Schindler Elevator and the Founder at DoingCXRight. With a background in account management and years of customer experience coaching, she talks about using the EX/CX intersection to market.

We discuss…

• How Stacy views customer experience
• How employee experience relates to employee engagement
• What effective co-creation looks like
• How video promotes engagement
• Why video delivers heart and feeling better

 

Differentiating Far Beyond Product, Features, or Price

Listen to the entire conversation with Stacy Sherman below. Please comment below and share your views.

 

 

DoingCXRight Podcast Featuring Stacy Sherman

Video Highlights: Differentiating Far Beyond Product, Features, or Price

 

1. Definition of CX

 

 

2. Employee Experience and Employee Engagement

 

 

3. The New Way: Co-Creation

 

 

4. Why Video for EX and CX

 

 

5. Heart and Feeling with Video

 

 

Actionable CX Tips From Story2021 Event

Actionable CX Tips From Story2021 Event

by | Jan 23, 2021 | Podcasts

I recently joined story2021 digital content masterclass series with 21+ leading writers and digital innovators. At the virtual event, I discuss the effect of 2020 on brands and the importance of creating intentional, personal connections through digital content and engagement.

Press Play Below to Get Actionable CX Tips 

Interview Index of topics and questions answered?

Meet Stacy (1:20​)

What kind of clients do you work with, large, medium, or small? (2:00​)

How did you get started in this field? (2:40​)

Where else are you published? (4:00​)

What’s been the impact of 2020? On the demand for digital content, on customer experience? (4:45​)

What are your CX tips for dealing with what’s changed this year? (7:00​)

What’s your advice for keeping companies attuned to their customers? (9:40​)

What’s the best use of digital resources? (11:15​)

How do you craft content for an audience with objections, a pre-audience in a low awareness or resistance stage? (15:00​)

How do you go about humanizing business? (17:40​)

What do customer surveys do wrong? (20:15​)

What’s the value of authenticity? (23:30​)

What’s the latest on your book? (29:30​)

How can our audience get in touch with you? (31:00​)

How To Achieve Goals Leveraging CX

How To Achieve Goals Leveraging CX

by | Jan 23, 2021 | Podcasts

 Have you heard of  The CX Goalkeeper podcast hosted by Gregorio Uglioni.?  I’m a fan of Gregorio, not just because he had me on his show. He is really knowledgable and passionate about CX as you’ll hear from our conversations about  humanity in business, employee engagement, customer metrics and more.

Press Play Below to Listen To CX Show 

My #1 CX advice:

Make sure you are not just talking about CX and humanizing business but really doing it. And, while doing it, lead with your heart.